The Top 3 Things you Need to Know about Customer Engagement & Experience
By Kellsey Ruppel-Oracle on Feb 28, 2013
- Connect and engage. Ensure that your customers can get to you whenever, however, and wherever they desire. Create simple, consistent, and relevant experiences across all touchpoints and interactions. Tailor digital interactions based on behavior, intent, and known preferences and optimize experiences for different devices and modes of interaction.
- Know more. Get as much information as you can about your customers prior to the current interaction. Having the right information at the right time improves your ability to retain customers and have them become repeat buyers. Personalize content, messages, and offers based on real-time decisions and recommendations using analytic insights such as “next likely purchase” and “next best action.”
- Make it easy and rewarding. Improve efficiency and accuracy with cross-channel order orchestration and fulfillment. Enable “anywhere, anytime” interactions with intelligent self-service and at-the-point-of-need assistance. Proactively engage customers directly in social networks and reward best customers for total lifetime value, including referral value.